Specialist, Technical Support- Fort Myers

About the role

This position will report directly to the IT Operations Manager and will be responsible for supporting the technology needs of internal staff and office setup; providing remote and onsite support to users. The Technical Support Specialist will apply proven problem solving, customer service, and communication skills to help identify, communicate, and resolve end user issues. The Specialist will also install Windows operating system, Microsoft office products, antivirus and other software on the employee PCs and laptops.

Responsibilities

• Provide desk side support for hands on issues
• Provide phone support to users
• Ability to Install Windows, antivirus, and drive encryption
• Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions
• Track and log all requests for service into ticket tracking DB
• Resolve incidents and service requests within the required SLA
• Perform problem resolution research and document solutions
• Perform Board-Room presentation setups
• Absorb and assist with company-based software/hardware deployments
• Maintain and track hardware inventory
• Image laptops and desktops
• Setup/provisioning of new hire equipment
• Absorb in LAN/WAN operations; including setup, support, documentation
• Cook up and coordinate office/cubicle setup and moves
• Monitor and implement company policies, procedures, and standards to ensure compliance is met with respect to data security, hacking prevention, and protection of personal information data
• Handle job stress, interact effectively with others in the workplace, and act with honesty and composure in public

Requirements

• Flexibility in work schedule – must be able to work overtime when needed and participate in on call rotation
• Strong organizational skills, ability to prioritize tasks
• Ability to work with minimal supervision
• Ability to deliver outstanding customer service
• Strong attention to detail; ability to document problems and solutions
• Ability to work both independently and within a team environment
• Ability to communicate clearly and concisely, both orally and in writing
• Exhibit a high level of professionalism and excellent interpersonal skills
• Strong relationship-building ability, proactive, results-oriented, and resourceful
• Exhibit a high level of professionalism and excellent interpersonal skills
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